Client Service Advisor

Chicago  ‐ Onsite
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Keywords

Description

Corporate and Institutional Banking (C&I) is my client's wholesale banking business and serves large corporate clients, financial insitutions, governments and their agencies.

C&I services is a constantly changing environment focused on managing business delivery and financial performance, customers' expectations, risk efficiency and control, and people management. With our team oriented culture we encourage creativity and are constantly striving to provide better service to our global clients.

A client service advisor is responsible for ensuring overall quality, timeliness and resolution with all aspects of service for Global Client service Americas. End to end single point of ownership of issues is expected for all client requests, activities, interactions. This includes the smooth day to day operations of the department, its interactions with other areas and the interactions with clients. Team members should be engaged and accountable focused on improvement and efficiency of the client's service experience.

Role Responsibilities:
  • Client Focus: Treating customers fairly; Delivering "best in class" service to the top revenue generating clients; creating a lasting impression in the clients' minds that my client is the premier bank; prompt and efficient resolution to the client's queries as well as identifying root cause of issues and implementing improvements so that root causes are eliminated; use Lean methodology which looks at continuous improvement of our process, service and delivery with the client being in focus (both internal and external); at as the first point of contact for all international banking client services; facilitate an effective client complaints process.
  • Customer Delivery: Promotes online client service to our clients which enables them Internet access to their account information 24x7; Analyses and investigates client service requests, assesses the urgency and sensitivity of enquiries and prioritises them accordingly; Owns the client service request no matter what subsequent units are involved; Ensures that all service requests are logged in "Client Service Enterprise" application and that all client data is accurate and updated as required; Makes certain that all service requests (received via phone, e-mail, or other channels) are handled and resolved within the turnaround time agreed with the client.; Adhere to service levels which are relevant to client service; Secures a smooth handover to other parties involved in a service request resolution by providing all relevant information.
  • Risk, Efficiency and Control: Settling clear goals, internal controls, risk management, business efficiency, improvement and effectiveness.


Qualifications:
  • Presentation/communication skills
  • Strong service and product knowledge
  • reliable typewriting skills
  • knowledge of country-specific products, services and systems that are served by the CSR
  • must have the ability to perform under pressure while working with a wide variety of employee levels, cultures and business sophistication
  • time management skills (planning, organizing, coordinating, controlling)
  • teamwork: contributing effectively towards a collective (organizational) goal or towards solving problems or conflicts
  • At least basic knowledge of payment infrastructure for the major US and RBS clearing countries
  • Analytical skills and the skill to recognize trends
  • Pro-active attitude
  • Client service experience preferably with high client interaction skills
  • Motivation and team building skills
  • Demonstrated relationship skills for selective clients
Start date
09/2014
Duration
2 months
From
Huxley Associates
Published at
28.08.2014
Project ID:
766395
Contract type
Freelance
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